Your New Role: We seek a highly motivated and experienced individual to lead the NOC Tier 1 Operations Lead. This is an exciting new role within MLL, designed for someone with the expertise to collaborate with the NOC Engineering Manager and Tier 2 Team Leader to enhance processes, mentor team members, and drive continuous improvement. The goal is to create an exceptional NOC environment that ensures the highest quality experience for all MLL customers. This opportunity is ideal for candidates with proven team leadership experience, whether from existing management roles or senior engineers looking to transition into leadership. This role offers a unique opportunity to shape the future of MLL’s NOC operations, ensuring excellence in service delivery and team performance. If you have the expertise, leadership skills, and a drive for continuous improvement, we encourage you to apply. Responsibilities: Team Leadership and Management: Lead and manage a team of skilled Tier 1 engineers to meet SLAs and KPIs. Incident Management: Handle management-level escalations and promptly resolve incidents within SLAs. Performance Development: Conduct monthly 1-to-1 meetings with engineers and facilitate quarterly development planning and reviews. Process Improvement: Drive continual improvements within NOC operations and MLL processes. Network Monitoring and Troubleshooting: Oversee incident detection, diagnosis, and resolution using industry-standard tools. Ticket Management: Ensure accurate updates and progress tracking in ticketing systems while resolving incidents. Collaboration and Escalation: Liaise with external suppliers and internal teams to minimise disruptions and downtime; manage escalations to 3rd-line support engineers. Operational Adherence: Ensure team compliance with operational processes, department guidelines, and company policies. Problem Management: Identify recurring issues and support service improvement plans to prevent reoccurrences. Field Engineer Coordination: Direct field engineers during installations and incident troubleshooting. Supplier Management: Oversee 3rd-party suppliers involved in service delivery. Reporting: Generate monthly and ad-hoc customer service performance reports. Security and Integrity: Uphold network security by adhering to company information security policies and procedures. Your areas of knowledge and expertise: Proven experience in a Network Management or Operations Centre environment within the Managed Services or Telecoms sector. Familiarity with products from Openreach, TalkTalk, Virgin Media, and other 3rd-party suppliers. Strong understanding of LAN and WAN troubleshooting. Hands-on experience with Juniper network devices. Proficiency in managing DNS and RADIUS systems. Knowledge of PDH and SDH services. Experience with Fortinet products, particularly FortiGate and SD-WAN. Understanding of xDSL technologies, including DSLAMs, MSANs, and bond-groups. Expertise in managing FTTx services. Excellent written and verbal communication skills. Familiarity with trouble-ticketing systems and processes. Desirable: Experience with Microsoft suite management, licensing, and operating systems. ITIL certification or strong knowledge of ITIL frameworks, including incident, problem, and change management disciplines. Background in working with project teams, including service handover and acceptance. Previous experience in a management role or demonstrated team leadership capabilities. We want everyone at MLL to 'Bring their best self to work' and we do this by asking you to live our value behaviors. We live our values everyday by Accountability Builds Trust Accountability requires some kind of honest review to reflect how we are doing against our responsibilities. This is not simply about a contract or project plan, it is about a mindset, an air that is portrayed as 'we have got this' Data Delivers Distinction We need people to think in a ‘data is valuable’ kind of way, not just for efficient operations but also for winning in the market. This is not some mechanical thing, it is a way of thinking, of seeing the world. Challenging for Change We want people who want to challenge the status quo. Delivering Excellence This belief stems from being accountable to one another. Having confidence in our data enables us to be accountable. And being prepared to challenge means we don't settle for mediocre. At MLL Telecom we feel we have a great business and believe strongly in its potential to make a real mark within the sector. We have great people on board and are recruiting excellent new talent as we grow. Those on board are hungry to make our business a success. We are on an exciting journey and look for a passionate individual to join us in this key role. We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.